Complain about a product or service

Vonage

Jennifer of Lancaster PA (09/04/08)
I signed up with Vonage in June 2008. After various equipment issues and calls to tech service, I finally got so disgusted and frustrated, I decided to switch back to Verizon (in August 2008). when I called to cancel my service with Vonage, I was told that according to the terms of service, I would be charged a $39.99 disconnection fee. I argued with the account manager for approximately 20 minutes, to no end. How can I be charged to disconnect something that never worked properly in the first place?

The manager actually had the nerve to try to connect me with advanced tech support, their highest level for people with service problems like mine. Doesn't that say something about Vonage, that they have a need for such a level of support? She kept telling me that there was no way to prevent charging me the $39.99 disconnect fee, it's something automatically generated by the system. Aren't computers controlled by humans and what they put into them?

And I NEVER had service, so why am I being forced to disconnect something that never worked in the first place? I can only hope that this post will save others from the frustration and theft that I've sustained.

I was wrongly charged a total of $59.11 ($19.12 for one month of service and $39.99 disconnection fee) for a phone that never worked. I work very hard for my money and cannot afford to have it stolen from me like Vonage did.

Connie of Tampa FL (09/03/08)
sales rep, called and mislead me on charges, then took 20.64 out of bank account for a modem never erceived then, 74.06 out on 8/30 a month after cancelled service which was two days after accepted offer based of misrepresentation of terms and services. I have well documented notes and the corporate office never pics up the phone and does not allow you to email to their responses. Please advise.

unauthorized withdraws of over $140 and never utilized service. Cancelled 2 days after finding out that they mislead on terms, conditions and services. BEWARE, they do not pick up their phones, utilize overseas customer service reps that do not dcument well and decline accepting or returning calls or complaints. I am disabled and they took advantage of me and lied about the entire service; from the charges deducted, modem, internet requirements, fees, etc. I need resources to get refund.

Gloria of Whitehall PA (09/01/08)
I enrolled in vonage last month, I payed $45.00 for the device that was fine, then they told that it was a plan for $9.99 for 2 months and then the 3th month was going $24.99, but then because I made phone calles overseas, I told them that I want something that can work forme , they told me that for 15.99 I can make phone calls unlimitesd and I made the deal, two days ago I called and they told me a diferent story that the plan that I have ,they are going to charge instead the two months the 9.99 plus 15.00 was going to be 39.99 because I changed the plan,

I accepted but then I saw my e-mail today and they charged me 126.43 for the same thing, I called them and now they told that the amount was fine. Now, today they took from my credit card the amount that they want and you don't receive an statement saying why do they charge you excedded phone calles, I called and the offices are in India and I don't understand , for me is fraud to tell you something and then charge what they think is right and you can not say anything.

waist of your momney, time and strees

S. of Dayton OH (09/01/08)
Initially when I called Vonage to make sure they would be compatible w/my ISP I was told yes. After receiving Vonage device and working w/them to get service set up I was told they are not really compatible w/my ISP (Clearwire) and I should chang ISP. Said no to that so they tried to work out problems. Biggest problem was understanding foreigners trying to speak english. They can't. But got usable service started. After about 8 months the problems w/static escalated, again, and customer service sucked. I used up 5+ hrs on a borrowed cell phone over the course of several days talking to those people w/o success. Have not had usable phone service for 4+ days now and WOULD NOT RECOMMEND VONAGE TO ANYONE.

Right now I am sitting here unable to use the phone due to noise and the minutes on the cell ran out. The last tech told me they had to go thru the trouble shooting menu to get approval to transfer to the higher level for help. No one knows how to make notes on the account to avoid having to unplug and re-plug everything to prove the customer knows what they are hearing or not hearing. Telling them there were limited minutes available to get the problem solved did not register or they simply don't care about customer satisfaction. The only thing positive I can say about the folks who answer the phone when you call is they have their script memorized well. They really don't have any concept of conversational english.

Have had no phone service for 4+ days which resulted in missing calls from my employer to pick up additional shifts.

Barbara of Murrells Inlet SC (08/31/08)
I have not been able to cancel my service due to a contract that I did not sign up for and they want me to pay a fee for cancellation which was not disclosed to me when I signed up. The service was terrible I would go for days without any service and when I would call in I was using my cell phone and using up my minutes and they would keep me on the phone trying to sell me something else or send me a new device because that one is not working.

They told me that the internet was messing up my service and that to fix it I needed to get on the computer and fix it myself instead of sending someone to fix it. They said that they did not have a person to fix it in my area to send. So I went with my local company that is providing the same service but no problems and if something needs fix they have somebody that can come to my home to fix it. They will not cancel me without paying a cancellation fee because I am in this contract that I did not know about. They said every month that my service would cost the same but every time I got an email that they deducted it out of my checking account it was a different amount. I have all the statements saved that they sent me.

I call and get somebody that can not speak English and I can not understand them and I ask for somebody that speaks English and there is nobody there and they speak English. I ask to speak to a supervisor and they tell me that they are the supervisor. I am getting tired of getting a run around and want to cancel my service without penalty for something that I did not agree to.

Kenneth of Bear DE (08/30/08)
Here's my story... Unlike many others my overall experience with Vonage has been positive. However... After receiving an email solicitation to Upgraded my service to the Annual Plan I did indeed upgrade. The next day I decided to cancel the upgrade and it's been 6 weeks now attempting to get them to refund my annual fee. I have reported this to the Better Business Buerau, but am looking for other avenues to obtain my refund. They finally gave me credit on my account and I am not an annual customer.

I am locked into their service for the next 18 months...

Carrie of Vero Beach FL (08/29/08)
I signed on with Vonage thinking I was going to save money and was not informed of the 2 year committment that applies after the 30 day money back guarantee. I was not properly informed of disconnection fees and cancellation fees associated. I was not properly set up yet at home and that was known due to phone documentation of technical support and emails from Vonage stating that my number could not be properly changed over.

I was charged for a month that I did not use $30.55, and when I called to cancel, $39.99, plus the equipment fee which was not even used, giving me the grand total of $96.28. According to Vonage, they only give you 14 days to return the equipment, which is just a small box. I think I could have shipped it back for $3.99 via UPS. So I lost $30.55 for a month I did not use, and then $96.28 for cancelling. I was denied access to speak with a supervisor, and continued encouragement to maintain my account. This business is fraudulent and they need to be reported at every opportunity. My negligence of thoroughly investigating them cost me $126.83.

They debited my bank account for a total of $126.83 for a months service I did not use and for cancellation and equipment fees. I signed on 07/11/08, and cancelled 08/28/08. I was past the 30 days, but had not idea that I was locked into a 2 year agreement. They were deceitful and their agreement and fees associated with cancellation was hidden and disclosed to me upon signing up, I had to dig the information up within their policies. Yes, I would love to speak with an attorney, they need to be made accountable to the customer.

Joseph of Staten Island NY (08/28/08)
Vonage charged me $120.83 for early termination and equipment recovery, after I switched to Verizon. I had been a Vonage customer since July 12 2008. From the first day I was a customer I was unhappy with the service. I made numerous calls to customer service to attempt to resolve the problem. On July 29, 2008, after unsucessful attempts to resolve the problem, I switched to Verizon. Verizon told me not to contact Vonage, that they would make the notification.

Unfortunatley I had to wait for the install date from Verizon which went past the 30 day limit for Vonage. Vonage customer service was unwilling to waive the termination or recovery fees even though my dissatisfaction had been well documented.

Vonage customer service was horrendous and their technical support was wholly inadequate. The telphone service was unreliable. Calls were dropped in mid conversation. I did not have access to 911 services because of the connection troubles, and yet Vonage still charged me the early termination and recovery fees.

Terri of Hamlet IN (08/28/08)
When I called to complain about the poor phone and internet connection I had since I went to Vonage at the end of the first 30 day period their techs convinced me that it was the box and to continue using the service a new box would be sent. Of course that didn't happen. I spent three nights (6 hours each night) on the phone with their so-called techs to try and resolve our problems. I was calling on my cell phone and ended up burning 300 units at a cost of almost $150.00 and still we had the problem. Everytime I called of course I would ask for the same tech I had before and no one seemed to know who I was talking about so I had to repeat everything I had just been told to do the day before.

They finally sent us a new box, (we had to pay $9.00 to return their faulty box) and after hooking up the new box, we still have the same problems - nothing was corrected. I called yesterday to just cancel the service and they said that they would contact Geek Squad to come out to our house to look at our connections, but they also told me that we would have to pay the $75.00 fee! It's their problem. Their ads are so misrepresented. THEIR SERVICE [is bad].

When I called them last night to arrange to have Geek Sqaud to come out to our house, I was on the phone for 1 1/2 hours and then again the night before I spent 2 hours on the phone. And they wonder why we get so aggravated at them. Everytime I was transferred to someone else, that person had no idea what was going on. They do not note any problems or what has been done in your account file, so each time you call, you have to go thru the same bullshit you did before.

I wish I had been smart enough to check on Vonage and how they handle their customer before we went to their service. I want to cancel, because their service is so horrible, but they are telling me that if I do, I will be charged a $39.99 disconnection fee and be charged $50.00 for their box which they will not let me return!

I was forced to put out $150.00 to keep minutes on my cell phone because my phone wasn't working and the aggravation of almost two weeks worth of time on the phone trying to resolve our problem. I run a small business from my home & the time I spent trying to resolve our problems took me away from my business and I struggled to reach the deadlines I promised to my customers. I want to sue these people for monies back and aggravation! If you can help me, I would appreciate it.

Veera of Los Angeles CA (08/28/08)
I was with Vonage telephone service since March 2008. I decided to cancel the account. Now Vonage penalized me by charging monthly service fee, but the $39.99 disconnect fee as well. Vonage is also charging me for the amount of any instant rebate i received on the cost of the equipment required to use the service, which can total $50 or more.

They never informed/explained me about equipment fee, when i had talk to sales representative while taking the service. Even though i am ready to return their equipment, they are not accepting the equipment and are charging me $50 for the equipment. This is equipment will not be useful for nothing. It can not be used with any service provider except vonage.

Alan of Newnan GA (08/27/08)
I called to cancel my vonage service due to poor reception which was very choppy. I had to be run through their process of listening to why I should not cancel for 10 minutes . After that I had enough of their delay tactics and sinply asked to cancel. The agent then told me I would have to pay 39.99 early termination fee which was part of their terms of service which is deeply buried somewhere online when you sign up.

I feel Vonage misrepresented their quality of service and uses deceptive business practices to persuade its customers not to cancel after poor service.

Dorothy of Moody AL (08/26/08)
Phoned Vonage on 11/9/08, for service which was never connected due to being online many hours trying to get hooked up with no aval. One liar after another. I can't tell you how many hours I spent on the phone and how much I have spent sending certified letters thru postal service with still no avail. I cancelled the service and returned the equipment but that still wasn't enough.

I am to this day to get calls today from Credit Corp. where Vonage has turned me over to attorney for collection. Many payments have been taken from my credit card without my permission and I am still told that my account is still active and and has been turned over to attorney for collection.

Chad of Pawnee IL (08/25/08)
I recently decided to disconnect my service with Vonage after 18 months of service (in which I used the line as an office line). While I wasn't particularly pleased with the service, it was at times 'choppy' depending on internet traffic, I kept it as a way to forward business calls to my cell phone. I decided to switch to my company supplied cellphone for my office line as it was more dependable and clearer than the Vonage supplied VOIP when I did use it. It took me over 30 minutes to cancel my service. The first call was conveniently disconnected when my call was transferred to a 'cancellation department'.

The second call actually connected me and I spent over 20 minutes listening to a thickly accented 'service manager' who tried to convince me not to cancel. What should have taken no longer than 2 minutes took 20. I had to finally become irate and demand them to disconnect me after my cordial nature disappeared. I think any consumer wishing to take part in the VOIP revolution should stick with their local cable provider since they have dedicated servers for VOIP whereas Vonage data is often routed many times before it gets to the source servers (hence the choppy sound at times).

If you sign up, be aware than cancellation may be more trouble than it is worth...and make sure you dedicate at least 30-40 minutes to do so along with a translator to understand the thick foreign accent of their 'service managers'.

Bob of Gainesville GA (08/23/08)
Vonage will not release my phone mumber to another telephone provider after repeated calls from me and the other provider

3 months with no phone and my wife is 100% mentally disabled, running up my call phone bill by 90 for the last 2 months

Kenny of Lenoir City TN (08/23/08)
I signed up for the annual plan. After spending over an hour on the phone a price was agreed to that covered all costs including plan cost, fees and taxes. 3 months later I received an e-mail stating that I owed $6.00 ($2.00 a month since I signed up for the annual plan). I called vonage and was told that I owed for state and county 911 which was $1.00 per month each. I had never paid this before. They stated that it was a new fee that was enacted the month that I signed up for the annual plan. There was nothing in the terms of service stating that during the year any extras fees would be billed. Talking to a service rep supervisor ended up with a partial reimbursement. Point being we agreed to a price for a years service and now they are changing what the price is.

$2.00 a month for 12 months or $24.00 for the year.

Donald of Acworth GA (08/22/08)
I canceled VONAGE due to poor service and I found a better service provider. I never heard from them again, then, they sent me a $92.98 bill and collected that money from my credit card without my knowing it. I found out when I checked my bank account. I called VONAGE and asked them why they never contacted me about why the cancellation cost and why they never sent me a box and return address for the VONAGE MODEM BOX. The person said it was outdated and did not need to be returned. It sounded like a person with a heavy accent which I could barely understand, probably Indian. $49.99 was charged me as part of the $92.98 cancel penalty.

I told the person to send me a return box and address so I could return the Modem and get a $49.99 refund for returning THEIR MODEM. He gave me an address for Lakewood, NJ. I asked him for a confirmation number so I could make sure I get a refund after return mailing the modem. He said he had none. I asked him to email me a mailing label. He said he would. I have not received it yet.

I am waiting for the mailing label. I have no guarantee as of yet that I will receive the refund on the modem if I do mail it in. This is a terrible way for VONAGE to do business.

Hau of Santa Clara CA (08/22/08)
I was offer a two months (60 days) trial Vonage Broadband phone service. When I tried to cancel the service on the fifth week due to having difficulty porting current number to Vonage. I was then pointed out that I had signed a 24-months service commitment, and cannot cancel the service without an early $39.99 termination fee and $54 equipment fee. I offered Vonage to pay the termination fee, and return their equipment but was turned down. I was very angry because non this important agreement was not brought up during the sign up process or highlighted on the signed up emails with Vonage. I wish Vonage could have been more honest and inform their customers so they can be more aware.

Donna of Canoga Park CA (08/21/08)
My telephone number was transferred to Vonage on or about August 1, 2008. The quality of phone clarity via Vonage was exceptionally poor from the inception and resulted in ongoing dropped? calls. Upon calling technical support, and after 2.5 hours of failed attempts by Vonage technician to remedy the problem, he made an error and disconnected my VOIP phone service so that I could not receive nor make any phone calls at all. Since on or about August 1, 2008, Vonage failed to provide even a semblance of phone service, despite the companys glorious representations and promises.

In response to the Vonage technicians error, I requested a ProInstall representative to address the situation. I was told that I would have to wait more than 10 days for someone to come to my home to fix the error caused by the Vonage technician. Clearly, I could not be without phone service for such an extended period of time without any assurances that the problem could be fixed. Further, the technician thought that the Vonage device itself may be defective, which would result in further delay if they needed to replace it. As such, I was required to go back to traditional phone services via AT&T.

On August 21, 2008, I contacted Vonage for a refund and to return the Vonage device that your technician indicated was defective.? I was then told that my account was still active,? (despite the fact that my phone service is now provided by AT&T), that I could not return the device, and that I had been charged the following amounts that would not be refunded: $24.94 set up fee $30.10 monthly fee $110.69 disconnect fee: $165.73 Total. The have demanded that the amount of $165.73 immediately be refunded.

Vonage never provided any of the promised services, rather in my opinion, has engaged in intentional and negligent misrepresentation regarding promised services and has resulted in significant inconvenience for my family. While my telephone number through Vonage was active since only on or about August 1, 2008, I have never been able to connect without having calls dropped each 30 seconds to one minute. Upon having the Vonage technician attempt to rectify this matter, he erred and disconnected my VOIP ability whereby absolutely NO CALLS were could be made from my phone. I spent more than 2.5 hours on my cell phone Voange tech support to no avail, resulting in using up substantial cell phone minutes without ever having my home phone service corrected by Vonage.

Further, Vonage representatives today, including Milton (ID #27693) and Byron (ID# 29456) were throughly unhelpful. Rather than addressing my requests, the representatives kept trying to upsell? Vonage by constantly engaging in transparent pitch sales tactics for a further 45 minutes, even after I clearly stated that I no longer wanted Vonage services. Vonage has been a complete waste of my time any money. I would not recommend them to ANYONE.

Colleen of Hiram GA (08/21/08)
I finally cancelled my service with Vonage and was charged a $39.99 cancellation fee. When I signed up for the Vonage service I was told, and it is advertised, that there are no annual contracts. I was told if I disconnected within 180 days, I would receive an early disconnect fee of $39.99 for the equipment. I had my service with the for 14 months. After an unacceptable conversation with your customer service department, I spoke with a Supervisor by the name of Ebb. I explained to him that my service never worked properly. If I was further than 15 feet from the modem, I experienced extreme static.

The service also consistently dropped calls. I contacted the company numerous times about resolving the issues. I was told to purchase new V-tech phones, to reset the modem, etc. Nothing improved the service. When we purchased a new wireless router, and it was incompatible with Vonage, we decided to go back to a regular land line.

I feel that Vonage has committed fraud, by misrepresenting the quality of the service, practices false advertising, and failure to disclose terms of the agreement. I am beyond being a dissatisfied customer. If the charges are not reversed within 60 days, I plan to contact the BBB, FCC, and join one of the many class action suits against the company. In addition I will make sure that every potential customer is made aware of their unethical and deceptive business practices. Together we have a strong voice. Let's use it.

Louella of Mountain Top PA (08/21/08)
I have been having bad telephone service with Vonage and have never been able to resolve it since the advice given to you by their technical support does not work. It seems like they do not know what they are talking about. Well, after 1 1/2 year of service, I decided to switch to a landline.

I called Vonage and told them I was cancelling service and they offered me different kinds of deals to stay as a customer which I declined. To my bad luck, they did not cancel service and the new billing cycle started which resulted a monthly that they now refuse to refund. To add to my woes, they have also charged a termination fee, which I was not aware of.

I said I could not stay with their service for the simple reason that telephone conversations were choppy and I could not go on with this kind of telephone service. They offered to send me a new device which I declined because this is another way of getting stuck into a commitment with them. The Government needs to step in and take action against companies like this which do not offer service and make victims out of innocent consumers. To add insult to injury, their customer reps are very rude and not helpful at all.

Linda of Walterboro SC (08/21/08)
I ordered phone service and paid 56.24 right away out of my account. When I recieved the equipment it was not compatible with my internet. They did not tell me that to begin with. Then I had to call three times to cancell. Each time they siad they didn't have a record of my call. They said I would get a refund of 96.00 but first had to charge my account for disconnect fee of 39.99 and I was never connected. They will not send my refund. I did not give them permission to deduct the disconnect fee from my account.

I need my refund to get my phone back in order. I don't have money to keep out for no reason. It only takes one day for them to deduct from your account but 14 days if at all to get a refund. I have not gotten a refund.

Diane of Grover Beach CA (08/20/08)
I signed up with Vonage, and immediately began experiencing problems with voice quality and internet access. They offered no help when I called, and said it must be a problem with my internet provider. After not being able to resolve the issue, I called to cancel Vonage, planning on transferring to Charter. They immediately cancelled my service. I then found out it takes 12 business days for Vonage to release a phone number. As this is my busiess line, I had to re-sign with Vonage for one month to allow time for the number to transfer.

After Charter was up and running, I called again to cancel, and was on the phone for 30 minutes trying to get to the person who could help. Someone did finally come on line and cancel my service, but would not issue a Return Authorization for my equipment because it was tied to the first account and they have no record of the initial RA. I am completely disguisted by their service and their customer service, and would steer everyone away from trying it, particularly if y our business is dependent on it.

Elizabeth of Chicago IL (08/20/08)
I subscribed online to Vonage on 7/17/08. The device arrived and was installed on 7/23/08. On the morning of 7/24/08, AT&T disconnected our service and our central alarm system was activated. Our alarm system informed us that Vonage was not compatible with our system and that we needed to reconnect with Comcast or AT&T. Otherwise, our alarm was useless and would, periodically, alert us to the trouble on the line.

On the morning of 7/24/08, I contact Jesus at Vonage and explained the unfortunate situation. He seemed very understanding, but stated that we should keep our account active until the new carrier could take the line over. He said that this should not be a problem as we were well within the 30 day trial period. I subsequently called Comcast who set up an appointment who informed me that we needed 10 days minimum for the number to be released by Vonage. They set up the appointment for the morning of 8/9/08. On the morning of 8/9/08, Comcast called to cancel the appointment saying that they were unable to have Vonage release the number until 8/18/08 (exactly 31 days since my enrollment).

Comcast arrived on 8/18/08 to install the new line. I called today to cancel the Vonage account and was informed by Maria (id # 023495) that we were now beyond the 30 day window. Despite calling on 7/24/08, which she acknowledged was noted on my account, she said I would be charged $122.98 to my credit card or I could not cancel this account. I told her that I could not cancel the account until Vonage released the number which was only done yesterday. She insisted that I authorize payment to my credit card, which I initially refused. She then told me that she would be unable to cancel my account otherwise.

Obviously, this practice in itself is extremely concerning as I was now being forced to authorize a charge that I was already disputing. This was despite her acknowledgment that I had taken every reasonable step available to me to attempt to cancel my service, including an attempt to transfer to a new carrier on 8/9/08.

I was charged $122.98 for a termination fee that I incurred only because Vonage refused to turn over my line to a new provider within the 30 day window (they turned it over on day 31).

Beth of Westbrook ME (08/19/08)
Horrible company! They don't give you all the info, sign you up, no easy way to cancel service- despite 30 day money back period. I've been billed for over 6 months, never used the service, and am still fighting this.

Debbie of Hollister CA (08/19/08)
Signed up with them and was never told that I was in a 24 month contract. I never used there sevice I could not use my current phone number, told them within the 30 day trail period I did not want the service. 30 days later I get a bill for service! I call to tell them I have never used the service and I never will. They do not know how to take no for an answer! Tried to have me keep the service.

Told me I would have a 110.00 cancelation fee, which again I was NEVER told about. They took the money out of my checking acct. without my permission. I hope there is a class action suit soon I will be one of them. FCC needs to shut them down right away so they will stop stealing from people! Stay away from them!

Carol of Palm Springs CA (08/18/08)
I got Vonage in Jan.2008 I talked to a Vonage guy over the phone to place my order with Vonage. I decided to cancle them because and go with Magic Jack since they were cheaper and they give you the same of calling around the U.S. for 19.95 a year after you buy there motom.

When I terminated the service on Friday morning Aug.15th,2008 the girl said that they were charging my checking account since they had my debit card number $110.34. I asked why and they said it was there termination fee since I was they said on a two year contract with them. I said I was not informed anything about a two year contract because if I was I would of never taken Vonage. She tried to give me a long selling story and lower my rates and I told her know then she asked me about my cell phone since I told her I was using my cell phone allot and I told her it was none of her business who the provider was for my cell phone and I wanted to terminate Vonage.

To me it is bad enough that our cell phones are on contracts. She informed me that they were still going to take the money out and that it was still a two year contract with them. After I hung up the phone from her I called my bank and filed a dispute and I told them all about the Vonage and what they are doing. Then I decided to go online to check on Vonage customer complaints and I couldn't believe that every customer that terminates themselves from this company is going through what I am going through.

On Monday I went online and looked in my checking account to discover that Vonage took the money of $110.34 out on Sunday and they charged me another fee of $1.98 for termination since they called it that in my E-Mail note that they sent me over the weekend. So Monday I called Vonage to let them know that I was disputing the case and that my bank would deal with them after I told the bank what went on. The girl said fine go ahead and dispute I also asked her why another $1.98 was taken out of my checking account and she did not give me an answer. I told her that I saw online all the complaints that I saw online from Vonage customers when they leave Vonage. My bank even told me that a couple of customers that have the same bank as me had the same complaint with Vonage.

This is draining on me. I was told by my bank that I needed to get a new debit Visa card so that Vonage doesn't take anymore money out of my checking account. The draining part of this is I have 3 other companys that withdraw money out of my checking account with the old debit card that Vonage has. So now I have to wait until I get my new bank card and then I have to contact the other companys to give the new number to them. Meanwhile they are going to try to withdraw and won't be able to. So what I have been going through with Vonage is causing me to have late payments in the other companys that take from my account on the old Visa.

Antonio of Concord CA (08/18/08)
They charge without even one day of service. They charge three months fee, plus penalty for disconecting

Thomas of Pearland, TX (08/17/08)
Phone does not work. Spent over 30 minutes on hole. Called back and spent 1 hour trying to fix it while talking toa non english speaking supervisor. t\ried to set up a service call on the 16th and was told the soonests that anyone could come was the 24th. asked them to call me back and they did not.

Thomas of Clearwater FL (08/17/08)
First off I'm gratefull for finding this web site. On October 24, 2007, I called Vonage about 12 noon to inquire about service for my home. They sold me on it, so I signed up. About 30 to 40 minutes later my wife came home for lunch and I told her what I did. Since I can't work and my wife pays the bills, she immediately told me to call them back and cancel it. Upon calling them back about 45 minutes later I was told that everything would be taken care of for canceling. Unfortunately everything went downhill after that. They charged my credit card $ 47.04 for set up, then they sent me a phone modem by UPS inwhich I refused. Then they took my phone number from Verizon so I had absolutely no phone service. I and my wife were totally furious!

My wifes business is only that number and she was unable to call or receive any messages, not to mention that my 86 year old mother who is ill and living by herself was unable to call us or vice versa. No phone for 6 weeks, that's right 6 weeks. It's just been a horrific experience and still has not stopped. We get billed every month for $31.87 for something we don't even have and I've called and called. I've explainded this same story to numerous representatives to no avail. I called my credit card company numerous times and all they ask is if we've called the vendor. I told them the same story but nothing ever happened except that Vonage sent the card company a dockit 41 pages long and they sent it to us.

How ridiculous and humiliating this whole ordeal has been over a phone call I made 45 minutes after signing up to cancel. On Vonage's messages befor you speak with someone they always say that this call may be recorded for customer service or training purposes. When I call I always tell them to play back those recorded messages and see how many times you have lied to me. Ofcourse they never will, or they delete them to cover their ass. Any help would be greately appreciated. It's not right that big companies can operate like this to the consumer.

My wife is a therpist on call and by appointment only. An average of 6 to 8 calls a day from the rehab center where she works, there's no telling how much money this has cost us.

Shannon of Radcliff KY (08/16/08)
I hooked up the service from Vonage in April 2008. I had trouble from the beginning. They began my billing period before they even sent my router. I was supposed to get two months free, but I was still charges for taxes, which was never disclosed. That wasn't much of a big deal. The big deal came when I started having issues with making calls out that wouldn't connect. I always complained every time it became a problem. However, a little over a month ago, the problems became drastically worse. The majority of the calls that I make everyday either do not connect repetitively, the calls get dropped after 1 minute and I have to keep calling back to complete the calls, or I call and the person on the other line doesn't hear me. I have done everything that tech support has suggested for me to do.

When I call them, I can not understand the person on the other end because they have a thick foreign accent. Also, when I call them, I always spend more time on hold, and I only get told to do the same fix-it-myself suggestions. I am always telling them that I have already done this. I try the email support route, and I get told the same thing there also: how to fix it myself and sorry for the inconvenience. I am always telling them that the same solutions that they are giving me are not working.

I even had a problem for an entire week that they were writing replies to me and calling me by someone else's name. I questioned them on that. Their response was that they put my line on a monitoring server and would get back to me. Four days went by and I heard nothing. I finally called them again and spent an hour on the phone only to be told that they couldn't pull up my ticket and they asked me if they can call me back and I directly told me that I won't be home because I can't call the people that I need to and make a complete call.

I find that they called 20 minutes later and make a statement that they tried to reach me over this problem. This continued for the next week. They keep giving me the run around. They claim that they are trying to get a hold of me, yet I am telling them that I do not know when I'm going to be home and I cannot afford to sit and wait for them to call me. Today, they were supposed to call me and they didn't. They told me in an email that they can resolve this issue in email. I told them that is fine with me especially since I don't have time to sit around everyday to deal with this hassle.

They continue to put me in a position where I have to explain why I need my phone which is ridiculous. I told them that if I had my local landline service, if the phone wasn't working, not only would they fix it within that day or the next, but they certainly wouldn't be telling me to fix it myself. I continue to ask them what I am paying for.

This problem is affecting me and everyone I know. I cannot complete calls. Nobody I talk to wants to use Vonage because of this. I'm having trouble in my personal life where I rely heavily on using my phone to make calls. I have to contact government agencies, attorneys, looking for work, and family on a constant daily basis. These people either do not hear me when I call, the call does not connect, or it gets dropped after 1 minute and I have to call back at least 5-6 times to complete the conversation.

I am a newly separated single mother and I am dealing with family issues and court issues. I cannot deal with this hassle anymore. I told them to have this problem fixed immediately and all I get is the run around. I have all the emails. This experience has been detrimental to my quality of life. I do not know what I am paying for but they claim to have excellent customer service and I am disputing that.

Stepan of Whittier CA (08/16/08)
I thought I would be smart and save some money by switching from Verizon to Vonage. What a nightmare. They disconnected my phone service (three lines) and I did not have functioning phones for five days. Multiple calls to them where useless. When they finally did install the equipment, only one line works about 50% of the time. The phone rings one time and then disconnects or I might be on a call and all of a sudden the line goes dead. I finally called Verizon and begged them to get me reinstalled as soon as possible.

Aside from the emotional turmoil this has called, I also operate a real estate rental business from one of the phones. I had a tenant lined up to rent a property on a long term lease but have not been able to reach him.

Jana of Cordova TN (08/14/08)
I ordered Vonage phone service in January 2008. Let me be clear that I ordered it because they specifically advertised NO CONTRACT. I have had issues with the service since the first day that I connected it. In fact, over 8 months of paying for the service, I have only used 100 minutes because it is so unreliable. I called tech support every month, and I spent about $200 buying new cables and wires, a new home telephone, and even a new phone jack to no avail. I still can't get a dial tone to call out, or when I can call out, I can't hear the other party. Most of the time, I can't even get a dial tone, so I quit using the service.

I called to cancel the service because it was unreliable and I felt that I had been mislead. I was on the phone for over an hour. After they offered me one month of free service while they attempted to resolve the issue with technical support. I told her repeatedly that I just wanted to cancel the service because I had tried to resolve the issue with tech support for 8 months and to the tune of $200 and it hadn't worked.

After she went through her spiel of all of the wonderful things that she could do for me, she told me that I would have to pay a $98 cancellation fee because I signed a 2 year contract by ordering Vonage on the Internet. I told her that I specifically ordered Vonag because they advertised no contract, and she said that when I received the modem from them, I agreed to a 2 year service contract. I told her that I never signed anything and asked to speak to a supervisor. I waited on hold for 45 minutes for a supervisor named Junivi. I spoke with her and she told me that under no circumstances could I cancel without paying the $98 cancellation fee.

I have had to pay $200 for new equipment to make the phone work and it never did. I have spent $150 in cell phone overages because I can't use my home phone. I have paid $272 for a service that does not work and that I have not used. I have wasted approximately 20 hours on the phone with their tech support and customer service. If I were working during that time, it would be wages of $420.

Ravon of Riverside CA (08/12/08)
When I moved from Tennessee to California about 6 months ago, I called Vonage to cancel my service since I would be staying with family, who already had phone service. I clearly explained this, yet still had to sit through a lengthy sales pitch and was promised that the new rate would drop from the standard $24.95 per month to $14.95. I realized over a month later that they never changed the rate. When I called to ask why, I again had to endure a long process, only to be told that $19.95 was as low as they could go. So they violated their own agreement. I put up with it for a few more months.

I have been unemployed for the past few months, while going back to college, and funds are extremely thin, so I tried to cancel...once again. They won't let you cancel online...and they have a ridiculous reason for doing so...saying they must verify it's the customer. How then can a customer change their payment information online, then? At any rate, the next billing cycle fell on a weekend. Since you can't go online to cancel, and since there are no customer service reps. to speak with outside their business hours (no cust. service over weekends), they effectively have you over a barrel.

I emailed them hoping to get a response. Just an automated reply that they received it and would contact me (which never happened). I called the next business day (Monday), and asked that it be cancelled immediately and that they refund the fee that they just charged. Again, I had to endure another sales pitch and a host questions (the whole ordeal took almost 30min and made me late to class), all aimed at wearing the customer down. When I expressed that I was 100% certain that I wanted to cancel, the rep mentioned that they would have to charge a $43 cancellation fee. I told her that not only did they lie to me previously, but no one ever mentioned an early temination fee. She replied that it was in the Terms of Service (they even advertise that there is no contract to sign).

I expressed to the lady that she was not authorized to use my account information to bill me further. It was ignored, and I was charged for both an entire month of service (that I am not even getting, nor want) AND the cancellation fee on top of that. This company is downright crooked, and consumers need for the federal and/or state governments to bring punitive measures for practices like this.

I was deceived by this company about it's rates, and was therefore overcharged for at least 4 months. As mentioned, I am out of work at the moment, and can not afford to be gouged by swindlers like this...charged double for service I simply did not want (over $80 total).

Patricio of Lee's Summit MO (08/08/08)
I Signed with Vonage in July 2007 because they promise 1 cent per minute to Mexico, when I use the service they charge me like 13 cents per minute, when I call customer service they said 1 cent was for Mexico city no for any other city in Mexico. I ask them to cancel the service and they said was like $ 118.00 USD per cancelation. when I asked why thye said because the contract was for three years,

if I had stay at least one year the cancelation will be like $ 39.00 usd. is ridiculus. at the end I didn't use the long distance and stay one year to finally cancell this ridiculus service.

Kathleen of Los Angeles CA (08/06/08)
Vonage claims a 60-day money back guarantee. I tried to buy one device at the store but they did not have the one I wanted so I bought what was there. I set it up paid the activation fee and called the help line asking about the device I wanted. Their help person, after being on the phone for 2 hours with her, instructed me to buy a new device on line which would be free with an instant rebate and set up a new account. She claimed this was the only way to get the other device.

When I return the other one she said it would close that account and my fee to activate it would be returned because I am in the money back period. I received my new device and ended up moving unexpectedly due to work, and never even used the new one. I called them again and they gave me the return address to send the device to and said my account will be cancelled and closed.

After a month or two, I noticed they were still charging my card. I tried calling someone on two different occasions and only get phone answering people in the Philippines who cannot do anything but charge you for cancelling because I am now past my money back guarantee. Both people confirmed they see my item was returned but I never cancelled my account. No one can answer why I would keep a service if I'm unable to use it and say I need to pay cancellation fees, wont' get my activation fee returned either.

On top of this, it has been 8 months and they are still charging my credit card! I even called my credit card company, they have disputed the last 6 months of cycles and blocked them twice from charging my card, and they keep doing it. I do not know what else to do! I even emailed the story and situation to the help email online and they replied that I was past my cancellation time. This is not right. I am being taken advantage of and there is no one I can talk to who isn't reading from scripts in a foreign country. I have spent so much time and energy on this and I do not know what to do. Please help! Ive cancelled this account numerous times and they wont stop charging me!

I have paid a substantial amount of money for a service that I never used.

Olivia of Quartz Hill CA (08/06/08)
Vonage has terrible phone connection service and their operators give customer service. Then when I tried to cancel, they charged me for early cancellation and the modem box at a total of $109.99. Then when I mailed them back their modem box they refused to give me back my money. They kept transfering me from one operator to another and forcing me to wait on hold a long time.

I was forced to close my checking account and they never gave me back my money. Whenever I call them about this problem, they just transfer me from one operator to another operator.

Shelia of T OH (08/04/08)
When I signed up for Vonage service I was told by Vonage that service was free and a tech would come to my home to activate jacks to use Vonage throughout the house. Only Vonage does not have service in my area. I would have to pay Geek Squad(who they recommended) to do they service. Geek Squad charges $169, I'm told bu customer service in a nasty unprofessional manner that Vonage will only reimburse $75.

After deciding to cancel service I was told that I would have to pay $117.40 that included adapter. I stated I would return the adapter and was told it didn't matter because I was beyond the 30day trial period and had a 2 yr obligation. There was no mention of 2 yr contract during sign up.

charges to my bank debit card.

Loril of Matawan NJ (08/04/08)
In May of 2008, I called Vonage to cancel my phone service. The woman tried to talk me into staying with Vonage, insistently. I told her I was moving to a home that already had a phone service. So, finally she agreed to cancel. No mention of any cancellation fee. I closed my bank account and moved across the country to a new job. I get a notice on Saturday that my old account in Colorado was overdrawn because Vonage took the monthly fee out of it in July.

So I called today and talked to some of the most rude people I have ever talked to. They had a note of my call in May, but told me that I had not canceled, but had asked for a month free, and that my account is still active. I told them to cancel, and was told that an automatic fee of $40 would be deducted from my account (which has no money in it). I asked the supervisor to clarify for me the fact that they were going to draw money out of an account that has no money in it and she said yes. I am told that they have no way of over-riding their computer. I said to her that someone could, in fact, override a computer, but the truth was that they weren't willing. She kept interrupting me, talking over me, with the same sentence: 'we will not refund your money and we will automatically withdraw $40 from your account today if we cancel. Over and over and over.

Then she said that they would only charge me $5 something a month if I stay with Vonage. Unbelievable. The whole reason of canceling was that I couldn't use Vonage. So, as of right now, my account is still active and until I can provide another source of payment for that cancellation fee, they will continue to charge a closed account. These people are liars. Anyone who signs up with them is making a HUGE mistake. Now I am out a $19.95 fee charged to my account, a $40 cancellation fee which I didn't know about, and overdraft charges.

I lost my job in Colorado 2 years ago, and had to file for bankruptcy and my house was foreclosed on. I am broke--no cash flow at this time at all.

Dean of Midway UT (08/04/08)
I signed up and have been trying to cancel within the 30 trail period. They have made the process impossible. They will not provide the address and procrdure for returning equipment.

They continue to add charges to my American express card.

Bill of Branchland WV (08/02/08)
I am compaining about Vontage's obnoxious use of their Telephoe Co. vs Vontge service commercials.This commercial appears on almost every Tv Show. It is intrusive and if they were giving the service away I would not buy it because of the commercial.Can anyone stop them? Thank you

Ophelia of Columbia SC (08/02/08)
I enrolled in telephone service; had to have roadrunner which was not offered in my area. I cancelled the service in 10/2007; however, #31.46 was deducted from my checking account through 5/2008. When I called to request a refund, I was told I never cancelled the service and they deducted an additional $45.00 from my checking account.

Since I never used the service I felt I was due a refund of $251.68 + the additional $45.00 deducted from my bank account without my permission.

Olivia of Quartz Hill CA (08/01/08)
In March of 2008 I signed up with Vonage. Things went fine until the Beginning of June 2008 when my Vonage phone service began messing up. Many people who I talked to on my phone said there was lots of static or they couldn't hear me at all. I decided to cancel my Vonage service and they gave me hell. They charged me a total of $109.99 for canceling the service. $39.99 for my cancellation and $70.00 for their Vonage power box. I phoned them and said I would mail them back their box and would they give me back my money? The Vonage operator said they would, but they never did. I decided to close my debit account so Vonage wouldn't be able to steal any more money from my account. Many of their phone operators caused me much anger and frustration. They have terrible customer service. They steal from people's debit or credit card accounts and Vonage doesn't give refunds. I believe their paying the BBB money so the BBB will cover their ass. I'm threw with Vonage and if given the chance I will join a class action law suit against them.

Vonage stole $109.99 from my debit account. Then I had to cancel my debit/checking account for fear they would take more money from it. They lied and said they would give me back $70.00 dollars if I mailed them back the Vonage modeum box, but they never gave me my money back. They also told the bbb that I still owed them money. and that is not true. They also lied and said I went over my minutes, yet I was supposed to have unlimited minutes.

Rebecca of Richlands NC (08/01/08)
I was completely unsatisfied with my Vonage phone service. We had constant dropped calls and the phone would never ring when someone called. I called vonage to have it fixed and no tech person could help. They only suggested to keep replugging it in. So my husband and I decided after almost 5 months of bad service to cancel.

When I did I was met by very rude customer service, who over and over tried to refer me to the maintance department. Then when I was determined to cancel my service, they informed me I had a two-year agreement, and it would be $117 to cancel. $39 to cancel the service, and $78 to pay for equipment. I tried to send the equipment back so I wouldn't have to pay for it, and they refused to take it. Even with it noted on the account that my service hadn't been working, they still refused to wave the disconnect charge. When I asked them to produce the service agreement I signed, they said they couldn't because they didn't have a copy!

I certainly never would have signed a two year agreement for something I never tried, and I don't believe I should have been asked to pay to disconnect a faulty service. After argument insued, I said nevermind and hung up. To my dismay they charged my bank account the $117 dollar disconnect fee ANYWAY, and disconnected my service!! Needless to say I am VERY angry with Vonage and their 'coustomer service'. I hope they go the way of the cell phone companies in California and are demanded by court to re-pay illegal fees!

I was charge $117 fee directly to my bank account.

Cheryna of Orlando FL (07/31/08)
To all potential customers of vonage, beware of the NO RISK FREE TRIAL promise (False Advertisement). Warning, if you are not satisfied with vonage during the so called FREE trial, you will end up paying no matter what.

After a 1 DAY trial, I decided that the service did not match my needs. Trying to cancel became a big issue due to the process of returning the equipment. A vonage supervisor RICH (Employee#2883) proceeded to extract unauthorized funds from my account during the cancellation process. I requested that no funds be removed from my account, but he continued to process the transaction.

Vonage received no authorization from (me) the account holder nor did I receive an authorization number after Rich unlawfully processed this transaction. This is a fraudulent practice by vonage. If you have a similar issue report this issue to the Federal Trade Commision. Please file complaints to stop this practice.

Casey of Hesperia CA (07/31/08)
I tried to sign up with Vonage on May 17, 2008, the basic plan with 2 lines. It is now July 30th and I never received any equipment or correspondence from Vonage regarding my order. However I have no less than $111.00 charged to my Visa since May 17th. The last charge being $41.35 on July 17,2008.

I called the number that I had used when I tried to sign up. I was put in contact with an Account Rep. who stated I could not get my money back because it was past the 30 day money back guarantee period. UNBELIEVABLE ! I never had the service to begin with ! Nothing. But no credit back to my Visa.

What a rip-off. Needless to say I called my Visa provider and put all the charges into dispute. Now we will see if Vonage tries to dispute it directly with Visa.

Denise of Paradise CA (07/29/08)
I tried three different times to start the service.After that I still did not have a service,but was being billed.Four different times I have tried to cancel the service,each time being told it was canceled.I still am being charged monthly fees.I can't seem to get the service closed or my money back.

Money,time-meaning hours of sitting on the phone and being transfered from one person to the next.

Marc of Suwanee GA (07/29/08)
Talked to sales and was told that Vonage would work easily with my current situation regarding phone lines and DSL. Signed up and money was paid immediately. When installing their box I found their service did not work. After talking to 4 technical people I was connected to a higher level tech support person. I was told that I would either need to get a modem from ATT, move my phone to the other side of the house and disconnct my home security system if I wanted them to send me help. I told them I did not like being inconvenienced in my home to accomodate their system.

Fortunately, I have a 30 day trial period to ask for refund. But when switching back to ATT I was told this will take 2 weeks if I want to keep my number. Now I have no phone service for 2 weeks. When this is restored, I will call back to Vonage to get refund and return their equipment. What a waste of time and energy. I have other more important things to do.

Nikki of Benbrook TX (07/25/08)
I canceled my service with this company in March 2008 (service never worked the few months I had it ), which I believed by my calling in and telling them I am canceling this service the service would be canceled. Well I never heard from them again until July 24, 2008, when I was waiting for my child support to hit my account and I get a txt with my account balance that said as soon as my money hit Vonage pulled out $192.00 all of my money.

I called Vonage and they told me this was because I hadn't paid my bill ect ect and for their modem. I was told if I called back in with some number on their modem I would get a full refund. Well today I call back in July 25, 2008 and I am giving the run around and told the only way I will get a re-fund is if i sign up for a new account which will cost me $50.00 dollars. I just want EVERYONE to know this company is terrible, and do not sign up for them. If you or someone you know is going to file a class action suit against them I would like to be included. Thanks

That was all the money I have for the next 2 weeks to take care of myself and my two children. I am a single mother and I feel like I have been in a since raped and violated by this company. They not only have stolen from me but from my children as well.

David of Lomita CA (07/25/08)
I signed up because i need to use virtual phone numbers. 1 minute after signing up, I bought a virtual number. Called the virtual number and the call log did NOT show up under the virtual number's log. It showed up under the main number's log. I need inbound calls to virtual numbers to show up under the virtual number's log. So i called customer service and spoke to a rep for 1 hour about this. the rep then concluded it was impossible. So i asked to cancel my service. Do not ship the router and refund all my money.

This is 2-4 hrs after purchasing online. The rep said that it was not possible to cancel. I'd have to call back later. So I get a 9.99 shipping charge and a 16.94 charge for a virtual phone number that I made 1 call to. I call back and they refuse to refund the virtual # charge. I ask for a manager. The manager refuses. I call back and then ask to cancel the account. It's after business hours. And I get transferred all around India to find out I need to call back tomorrow.

So i call the next day and they apply a 39.99 charge to the account until they get the device back. So I finally get around to sending the device back and i notice the email says my return authorization number is going to expire SUNDAY July 27th. So I call Vonage and ask them to extend the return period another week so I can get the device shipped. The cancellation department refuses.

Then I call the billing department. They refuse. But they don't just 'refuse' they put me on hold for 10 -20 minutes and then refuse. So I say, okay. Now what? They say we're going to charge you the 39.99 and maybe some more charges. So I call up my credit card company and do a chargeback for the 9.99 the $16.94 and the 39.99.

3-6 hour time loss. and 66.92 in useless charges.

Glenn of Houston TX (07/24/08)
Tried out the trial and the service would not work for me. Upon returning the unit they make you pay for with the 'free trial', I never was refunded my money. I know it was shipped and they say they never received. In my opinion the customer service was poor and they could have addressed the issue much better... I'll just have to eat the fee and wanted to pass on warning to anyone else doing a trial.... pay extra and get a tracking number!

Karen of Branford FL (07/23/08)
On July 20, 2008 I caled and ordered Vonage. The rep I talked to I believe was Abdul. He said I would get 2 months free and if anytime in 30 days I wanted to cancel for any reason, I could call them and I would get a complete refund. They immediately took the money from my bank acct. He asked me who I presently had my phone service with and I told him, Windstream.

The next morn. July 21, I called my phone company about cancelling my service so I would have only Vonage and they said that I couldn't get my internet service through them if I cancelled.That would mean having two services and would cost me more. I called Vonage immediately and told them my problem and the rep for Vonage said I should have been told that I couldn't get Vonage without keeping Windstream, Therefore he said it was their fault and would give me a refund. He said the account was pending so he couldn't do anything right now. He said to call back wednesday July 23, 2008 and they would refund the money back into my bank acct. Meanwhile he said he would cancel the shipping of the equipment and stop the acct.

I called back this morning at 9am. July 23,2008. I explained everything to several reps and managers as they kept transferring me back and forth. I gave them permission to speak to my son several times as they had me very upset and I'am elderly and ill. One rep hung up on me also and I had to call back. The last rep said the account has been locked and there is nothing she can do. I got nothing but a run around.

I'am out of pocket $63.26. Iam very upset and had trouble breathing a couple of times. I'am Asmatic and have COPD. I'am terrified that they will take more money out of my bank acct without my permission as I used my debit card.

Richard of Kansas City MO (07/23/08)
I purchased a V-Phone at a retail store (Wal-Mart). The device was intended for use by may daughter (in the Army) while she was in Iraq. I activated the Vphone with Vonage over the PHONE. I was NEVER INFORMED concerning a 2 YEAR service agreement or a $40 disconnection fee if you did not complete 2 years of service. The first device would not configure. After 5 days with support and tech support, they agreed to send a new VHONE, which took about a week. The SECOND device also did not work.

After several more days working with tech and customer service, they sent a 3rd VPhone. (another 1.5 weeks - total of about 3 weeks so far). the 3rd deives FINALLY configured correctly and I was able to test it. I sent it to my daughter at her base in North Carolina, and she took it with her to Iraq (Baghdad), and signed up for broadband service in ther quarters. The broadband service worked for everything except VONAGE. Her Web-Cam, Email, Internet access, all work fine. When she tried to place a call on the VPHONE, the device would dial (and also recieve) calls, but we could hear nothing through the device after the connection was answered. We have been connected since late April and logged fewer than 10 minutes of calls TOTAL.

VONAGE Obviously knows about this issue. They volunteered to downgrade my service to a $4.99 per month plan that would allow voice mails to get trhough on her computer (not what we expected when we purchased the phone, obviously). We are, so far, out $52.29 for the device, activation fee, and taxes (first month-April 18th, 2008), and baout $24.61 which they took from out Debit account on 7/28. They have credited my account several months to date while they tried to get this working, - to no avail.

So far, I have paid $76.90 for ZERO SERVICE. They are convinced the problem is NOT VONAGE's fault. Looks to me like they are WRONG, and have no concept of even attempting to make this right with a customer. If I pay an additional $4.99 per month plus taxes and fees, for the next 19 months it will cost me over $120 to pay for this NON-SERVICE.

Kamil of El Cajon CA (07/23/08)
This people vonage charge 5 dollars twince on my credit card! and im not their custumer yet and never be. I went to their homepage I try to sign in to get their service my computer froze and i couldnt finish the transaction, I try again computer or their webside froze again I give up, I decide to wait until next day, but next day checking my bank statement online I saw those those chargers Good thing I didnt got their service.

Brian of San Antonio TX (07/22/08)
I was using a Vonage soft phone for almost a year when I had to get a new computer. The new computer uses Vista, and the soft phone never worked well again. Every time I have called to cancel the service they have tried another tactic to keep me paying them. This last one the customer service agent actually told me he couldn't access his computer right now and could I call back later. (I did call back a minute later and magically his computer worked!)

Even though there is a cancellation fee for getting rid of a product that no longer works I am happy to get rid of them as a company. After reading the complaints here I'll be keeping a close eye on my credit card statements!

Amy of Santa Rosa CA (07/22/08)
I was told if I sent the receiver back I would get a refund, and in March upon cancellation a duplicate account was created this was clarified through management the reason it was cancelled on July 8th was because there was no knowledge of this duplicate account, I was told I would be credited for the mistake of a duplicate account please credit my card for March.,April, May. June and now July and a early dis-connection fee of $39.99 this duplicate account should have been canceled or never created on March 4, $29.11 X's 4= $116.44 plus $39.99

Mark of Apex NC (07/21/08)
I signed up for 2 free months to try the Vonage phone service. I asked to have my phone switched as well. I received my Vonage phone adapter within a week of signing up, but it took nearly 1 month for the number to be reassigned. Once I started using the service, I noticed call quality issues. There was an echo and static on all calls.

I contacted their tech support and tried reconfiguring the phone adapter to be in front of my router rather than behind it. This did not solve the call quality issues and in fact created problems with my internet connection.

A little over two months after switching to Vonage I decided to cancel the service. I was told I would have to pay a $39.99 disconnect fee plus and additional $56 for the phone adapter. I told them I would return the phone adapter and they told me they would not accept it. I told them I would not pay for a service that does not work. They canceled my service, but have billed my credit card over $96 for doing so. I will contact my credit card company to dispute the charge. Vonage engages in deceptive marketing practices and provides a substandard service.

Unfair billing of over $96 dollars to cancel a service that does not work as advertised.

Vanessa of Long Beach CA (07/17/08)
This company tells you that they dont have a contract but when you notice that you cant use their services and try to cancell they want to charge 200 to cancell. The keep your credit card so that they can still charge your monthly dues. And even when they take your money each month about 20.00 a month for 2 years, they still send you to collections.

Jordan of Indianapolis IN (07/16/08)
I signed up for vonage home phone to have my home number transfered to vonage which was a huge mistake. After I signed up I looked online to find several complaints about vonage I called them to cancel my order the day after I placed it. they refused to cancel my order.

Vonage charged my credit card $265.00 the order was never completed.

Carl of Merritt Island FL (07/16/08)
Sign up for vonage in Dec 2006 and lost home due to forecloser. Call Vonage they refuse to cancel and hung up on me several times. I had one rep tell me not to return equipment then the next rep claim it would be $170. fee to cancel. I just kept the service till I got a new home.

I finally hook it up Jan 2008 and I have try to cancel service every month since then. I stop payment on the card for two months and now they claim they can't cancel until I pay the two months. I am sending the equipment and money order to there address certifiled mail this Friday. I would like to jopin any class action suit against them that I can!

Spending money and time I don't have.

Andrew of Beaumont CA (07/15/08)
Bad customer service, refuses to transfer to supervisor. Told rep unhappy with his service he said it was not a valid reason then hangs up on me. Called back was promissed to be be transferred then placed on long hold. Rep came back and said to file a compliant online intead. Told her rather speak to supervisor and was placed on hold for 20 minutes more then got disconnected.

Fustration and stress, all for a simple question for the company.

Linda of Morgantown WV (07/15/08)
I have received 14 phone calls on my cell phone from Vonage indicating that they were trying to reach a Lucille E. I told them repeatedly that there was no one here by that name and this was a private cellphone and to please stop calling. Nine phone calls were on Saturday; 4 on Sunday.

I emailed Vonage with the complaint. I also filed a complaint with the FCC and the DO NOT CALL registry. Today, July 15, I received yet, another, call from Vonage looking for this individual. This is wasting my time and minutes on my cell phone. What part of NOT HERE do they not understand?

Rachel of Cleveland OH (07/14/08)
I called to cancel my Vonage account and the Customer Service Manager kept trying to sell me on other options. I kept telling her I just want to cancel over and over but she kept pushing until finally she was arguing with me about why I have to keep the service, going as far as to tell me that the one phone call I made on it last month made it worth while (really?). When she finally put me on hold to cancel we got disconnected, conveniently.

When I called back I had the exact same experience with the next person I spoke with. Both women were so rude and argumentative insisting that I keep my service and refusing to let me speak with a superior. Finally she put me on hold and came back saying snottily, I canceled it for you and it's going to cost you $43.09. When I started to tell her that this was the worst customer service I'd ever received and that I wanted the fee waived she hung up on me. I would not recommend this service to anyone!

Charles of Waccabuc NY (07/14/08)
I have not used services through Vonage for some time. I have tried several times to cancel this service which is being automatically billed to my credit card at the rate of $145.20 per month. Although I have given the telephone number, Vonage has refused to cancel the number without additional information. Since the business was closed some time ago, we no longer have the records and can only provide the name of the account, the phone number at issue, the amount being billed each month and the reference number on the credit card. It seems that should suffice, but it did not. We simply want the account closed and have not been able to accomplish this.

As a result we continue to be billed $145.20 each month for a service we do not use and do not want.

Stephen of Trenton FL (07/14/08)
I have had an account with Vonage for nearly 2 years now. Due to issues with my DSL provider I was unable to access my account the I let the account lapse in payments. I received an email from Vonage stating that they had suspended my account and being that I didn't have DSL I decided to close my account. I searched their website for how to close my account and only after a long search did I find a paragraph about closing an account. It stated that I had to call in to close my account but provided no number. After searching further through their website I discovered the customer service number and called it only to be informed that they would not close my account until it was current.

The following bill came and I was shocked to see that even though my account had been suspended by Vonage I was still being billed. This internet practice of hiding information from consumers about closing accounts and preventing accounts from being closed is really becoming commonplace and needs to be dealt with.

Gwynn of Lakeland FL (07/12/08)
I have tried for 3 days to call my Grand-Daughter in Indianapolis and was constantly told Lines are tempoarily down-0106. I don't know about you, but to me, 3 days is a LOT more than temporary! To put it mildly, I AM NOT a happy camper! Let's get some decent service going or I'M GOING ELSEWHERE! Thank you,

Rebekah of Chicago IL (07/11/08)
I called to cancel my service, after having to call no less then 5 times, to find out that no one after 4:55est time can cancel the account, I had to call back the next day, where I told them I wanted to cancel my service, after much fighting with shaun, and his constant trying to sell me on different services he finally said he was canceling the account and that I was going to be charge a cancellation fee of 122.98 and would not cancel my service till I agreed to pay it.

I'm being forced to pay a cancellation fee I was never told of 122.98

Carol of Danville OH (07/11/08)
In September of 2007, I signed up for Vonage phone service. They do not tell you that if you have satellite internet service, their service will not work. After moving our phone number over from Sprint (long time customers) we ended up with Vonage equipment that never worked. I called to cancel, spoke to a man from India who assured me he would take care of the cancellation. I asked if we needed to return the equipment; he said to discard it, which I did.

When we re-enrolled with Embarq for phone service, Vonage made it very difficult to get the number back that Sprint (Embarq) had given to them! We went approx a month with no phone service at all because Vonage would not release our phone number. They are continuing to charge my debit card monthly and every time I call they either hang up, ask the identification questions, which you never seem to get right, then run you around until your frustration meter is through the roof!  Is the best route to contact your attorney or is there a class action going on? I work hard for my money and am not going to continue standing by while this sham company continues to bill me for service that never worked and was never used. Anyone know what to do?

Sara of Felton CA (07/10/08)
Cancel my Vonage do to moving; plus, you get horrible reception if the Internet lines are busy. I was inform that it would cost me $120.58 to disconnect...according to the terms that I read...it is $39.99 to disconnect...and all my balances are paid up before hand. I ask for a printout of what the $120.58 covers...they told me to look at my terms of agreement...which I did which noted that it was $39.99 to disconnect.

I want Vonage to charge me no more than the exact money that is quoted in my terms of agreement...which is $39.99. I noticed that there are numerous complaints...I can tell you now there are a lot of important items that Vonage customers are not aware of...maybe a class action against them would take care of this problem

Sara of Felton CA (07/10/08)
Cancel my Vonage do to moving; plus, you get horrible reception if the Internet lines are busy. I was inform that it would cost me $120.58 to disconnect...according to the terms that I read...it is $39.99 to disconnect...and all my balances are paid up before hand. I ask for a printout of what the $120.58 covers...they told me to look at my terms of agreement...which I did which noted that it was $39.99 to disconnect.

I want Vonage to charge me no more than the exact money that is quoted in my terms of agreement...which is $39.99. I noticed that there are numerous complaints...I can tell you now there is a lot of important items that Vonage customers are not aware of...maybe a class action against them would take care of this problem

John of Minneapolis MN (07/10/08)
If you make international call, Vonage is worthless: 1) it sounds like the phone is ringing so it misleads you into thinking that no one is there to answer, but in fact it is unable to make the connection, i you use Skype then you get the person to pick up the phone immediately, 2) you seldom get a connection overseas, completely unreliable, 3) often times the quality is so poor that you just have to give up and hang up.

Conclusions: if you want to use Vonage and save money, make sure you have an alternate phone you can use for emergencies when it really counts that you contact someone, be that a land phone, cellular or skype. If you are planning on using Vonage internationally, skype works better every time and the rates are cheaper.

Waqas of Collierville TN (07/10/08)
I have been using Vonage for last 3 years and I dont have any major complaints about Vonage Svc but it is Vonage Customer Svc that has issues.. I had called Vonage customer svc on 05/28/08 to sign up for Vonage Annual Plan. I had specifically requested that they charge my VISA instead of my AMEX Card. But the customer svc agent charged my AMEX card. Upon realizing he mistake she told me that she would correct the mistake and would call me back in three business days.

I never heard back so I called customer svc and that time I was told that the problem would be rectified. That time my VISA was charged but at the same rime previous refund was issued to my visa card Upon noticing that I called customer svc and the refund was removed from my VISA and never put back on my AMEX card. Couple of more phone calls to the Vonage Customer Service and now I see a credit of $309.05 on my Vonage account but that does me no good because my Vonage account is already paid for till June 2009.

The current status is that I have made over 10 calls to Vonage customer service each time spending anywhere from 15 25 minutes on phone but every time they tell me that since 309.05 is a very large refund it would take some time to process. Issue started 05/28/08 June 1st Call to Customer Svc: Issue would be correct. June 2nd Call: Issue would be correct. June 6th call: refund to Amex issued. June 10th call: refund issued. June 13th call: 2-3 business days to refund my AMEX. June 25th call: 2-3 business days to refund my AMEX and follow up call from Vonage. June 27h call: that I would be updated on July 2nd by close of Business day but no call. July 8th call: I was told that I it should be take care of in couple of hours.

July 10th call to Customer Svc: I was told that 309.05 is a very large refund so it would take some time to process. The definition of some time was provided as 2 3 business days I should have disputed my AMEX transaction the very first time I had the problem but I decided to test my patience and Vonage Customer Svc capabilities, now I am sure that neither my patience nor Vonage Customer Svc capabilities are there any more.

Several hours or wasted time and energy Ever time I talked to Vonage customer svc walked away with a headache Lost temper at work several times

Curt of Fort Myers FL (07/09/08)
I ordered Vonage phone service on 5/16/2008. My home phone number was not switch over until 6/3/2008 at which time I connected the Vonage equipment. A short time after this I started to have problems with my service. I contacted Vonage on my cell phone and spoke to their tech support. Their rep determined that there was an issue with their equipment and on 6/28/2008 stated she would send me a new box. After not receiving any info I called them again on 7/1/2008 and spoke to another person who also agreed that there was a problem. He stated he would issue me new hardware as none had been issued from the previous call.

I received the new hardware on 7/9/2008. After hooking up the replacement hardware I was still getting error messages. I contacted them again and spoke to them about canceling my service. The lady I spoke to repeated the same thing over and over again as if reading from a script. She then offered me two free months of service. I tried to explain to her that I did not have a working service so two free months was not acceptable. I asked to speak to a supervisor and she started in with the script again. I asked to speak to a supervisor again and was put on hold. After a few minutes I was disconnected. I had been on the call for 50 minutes.

I called back and spoke to another person and was told that the previous person I spoke to cancelled my account even though I told her not to and that I had a balance of $116.59 for cancelation of the service. I explained to her that my number was changed on 6/3/2008 and on 6/28/2008 I lost my service so I did not have service and will not be paying the $116.59 due to the service not working. I explained that I had paid them $72.32 for less than 18 days of service and will not pay any more. They never did connect me with a supervisor.

I have seen several class action suits against them and will be looking into my legal rights. I have filed a complaint with the State of Florida Attorney Generals office as well as the better business bureau.

Eric of Casselberry FL (07/08/08)
I called Vonage to sign up for internet service as being a prior customer. I was informed that I had an outstanding balance from an account that started in December of 2005. I cancelled my account from September of 2005 and paid any remaining balances. I moved to Florida in September the same year.

I was told many stories and dates changed as the story did and the account is based in New Hampshire even though I was in Florida. First, I was told the service was cancelled in Novemeber, then in December. Then I was told it went through till May of 2006. They just keep telling you sorry I can not help you till the balance is paid and tell you different stories to accommadate them being able to collect what is (not) owed. It is very frustrating talking to them, although I do not like having something owed on my account although am not about to pay for service I did not recieve.

They told me I owed $94.78. First it was $98.74 then they changed the amount to $94.78. I have heard serveral other amounts also. Not sure who to believe...

Terry of Orlando FL (07/07/08)
They provide voip (internet phone service) to replace normal AT&T phone lines. They do not ask (or provide info) if you are using a ALARM SYSTEM thru your phone. There phones seervice does not work with most Alarm phone system call in when they go off - break in, I found this out the hard way, after a break in, which I was not called about because Vonage does not work with alarm systems. They need to promote this, at least when you sign a contract ask if it wired to an alarm system

Office was broken into and $5500 worth of stolen gear.

Carolyn of Dallas TX (07/07/08)
my nightmare with vonage, begins with a telephone call to my residence, I have to admit I was already pondering switching to this company so when they called me It seemed convenient. I switched, I was never told I wouldn't have 911 service and I have 2 elderly people here that if something happend while I was out they wouldnt have been able to dial for emergency service.

I was never told i was in a 2 yr. contract I could never get the service up and running, 3 days after the 30 day trial thing I call I still didnt have the service up, they send a tech to install he told me everything was installed, he leaves, I cant get into my internet, (yes I did have internet,DSL) my phone jack in the living room doesnt work and I so I end up with no Vonage, no internet, the phone jack in the living room no longer functions after the tech leaves. After this I make 3 calls to Vonage (among all the other calls before the 30 day trial was up trying to connect the service)they apoligize that the service still not running, I cancel the service and now I'm stuck with a $119 early out contract fee on a service that was never rendered to me.

no phone line for about a month because I dropped my phone company, no internet for the same amount of time, numerous phone calls to vonage and alot of explaining and on hold time and I take care of two elderly people that I had to pay less attention to be deligating with vonage reps.

Mark of Palatine IL (07/07/08)
Signed up for Vonage service in Sept 2007. Tried to cancel in Jan 2008. After much run around and transferring between reps they said I had a 6 month contract. I never agreed to that when I signed up for the Free Trial. They said I would be charged approx $175 if I cancelled. So I decided to wait for the 6 months.

I called again in May to cancel. THEN they told me I had a 1 year contract! I disputed the charges on my Discover card to no avail. Still had to pay. I then cancelled my Discover card account so no more charges could be billed. Now today I called to cancel VONAGE again. They told me I had a 2 YEAR contract and I would be billed for early cancellation approx $175 again. This is a fraud and scam!

Spent many hours on the phone with them, on hold or answering their inane questions, and listening to the offers of trying to save the account from cancellation, and then accidently becoming disconnected over and over. Had to pay the fraudulent charges of approximately $41 per month since Sept of 2007 until today July 7, 2008.

Julius of Huntington NY (07/07/08)
Had service since 1/8/08. I purchased the service based upon a $100 rebate for the full purchase price of the equipment. On or about 7/08, the equipment failed and I had still not received my rebate. I called customer service to terminate the service. They stated that I would be charged $39.99 for an early termination fee.

I stated that since I did not receive my rebate then they owed me $60 (the balance between the $100 and $39.99). They replied that I did not supply a MAC address for the equipment on the rebate and therefore did not get the rebate. I stated that I followed the instructions for the rebate exactly and in fact since the MAC address was required to activate my service the requirement was absurd and design the defraud customer out of their rebates. They disagreed and I demaned the service be terminated. They made no promise of my rebate check arriving but proceeded instead to promptly charge me the early termination fee.

Lost $39.99 for early termination which was prompted by equipment failure and frustration in not having receive my $100 rebate (after 6 months). Total claim is $100.00 (ie: the rebate)

Michael of Fisherville KY (07/03/08)
I cancelled my service in November of 2007. Vonage telephone service continued to hold out the amount of my cancelled billing for months. Finally after hours and hours on the phone with different representative, they reimburst me for three months, Jan,Feb, March, I haven't heard from them until July 3 and then they all of a sudden started taking monies again out of my account. What can I do about this? See a Attorney?

It's mentally Exausted me and drain me away with time, hours and hours.

Maxine of Redondo Beach CA (07/02/08)
6/26/08 I ordered phone service from Vonage. Vonage told me they would UPS an adaptor-it would take about 10 days to arrive. They said to call them as soon as adaptor was connected and they would then disconnect my Verizon service. Today, 7/2/08, they disconnected my incoming Verizon service. People calling me now get a disconnect message; also I am unable to retrieve my voicemail from Verizon because of this.

I called Vonage and spoke to Daniel, a rep in the Phillipines. He told me that I should disconnect my Vonage service, I would get my Verizon service right back and then as soon as I receive the adaptor next week on 7/7/08, to call them to get me going. Anyway, I have been on the phone with all of the reps listed above who all told me I should not have been discnnected from Verizon before receiving the adaptor; they also told me that the rep,Daniel who advised me to disconnect Vonage today gave me the wrong information.

In trying to get this resolved, I have been on the phone with them non-stop for at least 3 hours today and was also disconnected several times during this process. So - as of right now, they said the best they could do for me is to re-start the transfer process again and it would take another 24 to 48 hours for it to be completed. So now I am without incoming phone service. I think they should receive some kind of violation. How can a company do this to someone? Thanks for any assistance I might receive from you.

I am extremely upset over this horrendous service. Is there anything you can do for me - or to them as a penalty?

Christopher of Brunswick GA (07/02/08)
I purchased a Vonage phone at Circuit City that had an $80 rebate included through Vonage. I submitted the rebate correctly yet 8 weeks later received a card stating they were not honoring my rebate. Here's the clincher. The card they sent me back had my first and last names incorrectly spelled. They obviously made a mistake. I got on the phone to them in early April and they said they would still honor the rebate and expedite a check to me. I waited two weeks. No check. So I call again. (Always someone in India with an american sounding name.) Next rep tells me they will be sending a check in 3-5 days. Same thing again in mid May. Then again in June 3 more times. every rep every time tells me they are expediting a check and I will have it in 3-5 days.

I call today July 2, 2008 and explain the situation and ask to speak to a supervisor. I am put on hold for 20 minutes and then they hung up. I call back explain it all again as they won't let you speak to a supervisor unless you do. Finally I speak to a guy in India who identifies himself as Charles. He listens and then says the same as the rest of the reps. I explain that I need him to contact someone and have them cut me a check today and then call me back when it is issued. He then says sir if you speak over me I will be forced to hang up on you and guess what? He hangs up. Just like that. No emotion nothing.

The customer service is atrocious and a better term for it would be customer abuse. I will work my hardest to make sure Vonage sinks like a stone. They are ripping people off and charging their credit cards without authorization. That fact is all over the internet. Their rebates are no different. If there is a class action lawsuit in the works I would love to be a part of it. Thank you,

I believe I have lost $80 due to their theft and dishonesty plus hours on the phone with their terrible CSR's. I have yet to cancel as I am one month away from the six month mark but when I do I am assured from what I've read elsewhere they will then try to steal more of my money. Do not give your credit card number to these people.

Sandra of Longview TX (07/02/08)
i have tried 7 times to cancel service with vonage. they said i had thirty days in which to cancel. now i am being told it will cost me 48 dollars and they will charge my credit card. thsi will put me over my limit. there was nothing said nor written stating this. they are a shady company. they will not cancel my service, of which does not work.

vonage has now told me it will cost 48 dollars to cancel my thirty day guarantee phone service. this was never written down nor did i sign anything to that effect. nor was this told to me the 7 times i called to cancel. they want to charge my credit card 48 dollars of which i do not have nor would give them in the first place.

David of White Bear Lake MN (07/02/08)
I orderd Vonage for my small Business. I am trying to get my listing in DEX business white pages. I have been told by DEX that Vonage does not update the database and I am unable to list my number. I called Vonage 3 times and they kept referring me to a website. Even though the website specifically states that being listed in the national registry does not include the Business white pages.

I explained this to 3 vonage customer service reps and they just kept insisting I enter my info on www.listyourself.net. I went through the process and waited a week and called DEX. Nope they said. Unless Vonage sends them the info it can't be listed. According to Vonage they wont send the info to DEX because it will cost money. NOT HAVING MY BUSINESS LISTED IN THE WHITE PAGES IS COSTING ME MONEY. Vonage have lost a loyal customer.

How can Vonage sell a Business service that can't list their phone number in the business yellow pages.

Cathy of Jacksonville FL (07/01/08)
While seeing the advertisement for the money you would save each month by switching to Vonage, that was the biggest messed up mess we have ever gotten ourselves into. Never again. What they advertise is cheaper meant more frustrations and aggravations, not to mention all the time taken up by numerous phone calls, line testing, etc. At that point I decided I would almost go WITHOUT phone service rather than have Vonage as our carrier.

Time and time again spent on the phone with customer service, trying to run a line check on the phone line using our internet provider. And yes, we have a high speed internet provider, we we were convinced after about at least no less than 6 times on the phone with customer service, and all the time spent, just to be back at square one and all the money spent. I would NEVER recommend this cheaper service to anyone.

Toni of Orlando FL (06/30/08)
I thought that I was going to save money.  Vonage offered a free mo to try their product.  I was not happy with them called to can my account. They ripped me off while on the phone and charged my credit card $117.14 I did not agree to this.  I am a single mom with 5 children I can not afford someone to rip me off I want my money back!

Cristine of Watsonville CA (06/30/08)
After seeing the Television ad claiming less expensive ,guaranteedphone service. I contacted Vonage and arranged over the phone for them to provide service for my business and home.I was unaware the services required computer modem availabity. Whereas I am computer illiterate, as well I do not have a computer at work,I am unaabble to use thsi system.

Vonage has beem billing me $57.72 a month for the last 4 months for services I have never used.When I called to asked that they reimburse me and cancel the supposedly agreement I ahve with Vonage, Frances infgorms me I ahve a 2 r contract.Frances then billed my credit card $90 plus additional dollars to cancel the contract.I am a person who NEVERS signs a sevice contracts.This si an agreement I would never have agreed to. IMO Vonage misrepresents themselvesand their services to the consumer.I feel I was held hostage by this company whom I stupidily gave my credit card number to.

Vonage billed my credit card for over$300.00 dollars for services I NEVER used. The bow they sent was never opened. I want my credit card credited.

Dennis of Charleston SC (06/28/08)
Totally unresponsive company that will not respond to weeks of requests to port my numbers to ATT. Their ownership is their excuse but they cannot escape the reality that they operate on a fraudulent basis

I have little phone service, no fax service for several months and have lost business everyday. There is no one to talk to. ATT blames Vonage and Vonage and their ownership cannot be reached. I would like to enter into a class action suit against them. If they cannot service me, let them pay for it.

Olivia of Quartz Hill CA (06/28/08)
I depend on my phone servie so my clients can call me for service. On 6-27-08 many people continued complaining about not being able to contact me through my vonage phone service.I have a long list of people who complained. Too many to list.

This is causing me to lose business. Therefore I am losing money.

Arlette of Gainesville GA (06/28/08)
I signed up for Vonage online on 5-25-2008, which states 30 Day Risk Free. I recived a letter in the mail that the service is not compatable with my DSL, and called the Vonage 800# to be transferred several times and disconnected by the service representatives. I then get a representative taht informs me to call Bellsouth and ask for a Dry lopp phone. Bellsouth then asked me if I am aware that my security system will not work with Vonage, so I called Vonage to cancel. I find out that the 30 Day risk free is not really 30 days and there is a cancellation fee of $49.99, set up fee of $42.13, $39.99 return equipment fee. I refused the equipment and the UPS tracking # 1Z1WR5950331261294, and Vonage says that since I refused the package i did not return it properly and they will not issue the fee back. I have spent $132.11 and received nothing for it. I feel this is robbery and a disgrace.

Dawn of Rising Sun IN (06/20/08)
We signed up for Vonage for home/work service and to be able to have fax capability in March 2008. I had called and emailed 5 different times. We have poor line clarity, when speaking to someone else it cut out every other word, my fax would not recognize due to poor line clarity. When I emailed for tech support they emailed me 25 self test steps. We did all of them, with NO resolve. They REFUSED to send a tech out to help. We had to INSTALL ourselves. We virtually had not phone service that was reliable for nearly the entire 3 months. When I cancelled they tried to get me to stay on.

I had to switch back to the local provider due to the fact that I work from home and my clients could not reach, unless they contacted my cell phone. I was told I would be billed for a breach of contract fee and other fees. I ask them to provide the documentation, since I never signed anything. I made a phone call and they sent out the Vonage box. I offered to return the device, they refused. Today I check my account and they have taken the liberty of charging $114.00 to my account. Without permission.

Patricia of Newville PA (06/19/08)
I started service 6/10/08 - 6/16/08 phone went crazy - tons of calls for florist, etc. I then got an email from Vonage saying they had terminated my account as requested. I called - explained it wasn't me, spent 2 hrs. trying to make their hideous New Delhi CS people understand that I didn't own a flower shop, didn't know an S. Barnhart, I didn't ask to have my phone # merged with theirs in Houston, TX, etc. Supposedly they would look into it. I called again 6/17, same drill - no results. My phone was turned off 6/18,

I called again - told had to have WAN # off box, gave them that, spent 3 more hrs. on my cell phone, which oosts me .10c minute - same drill again. After 6 different calls they finally decided they needed to close everything and start over. They then proceeded to tell me it might cost me a service charge and that there is also another problem to be resolved - the WAN # on the adaptor box they sold me is actually still being used by someone else.

they charged me a lot of $$ to start this, I now have no service, my phone # will be lost if I go elsewhere (I ported it over), I will also have to pay fees to a new company to start over, also wait for my $$$ from Vonage, and they have sold me shoddy used equipment (supposedly reconditioned at the factory) that they new wouldn't work correctly because is still active in someone else's account. So far I have spent almost $100 between the activation/start-up costs, cell phone charges (not to mention the # of hrs. I wasted waiting on them) and I STILL DO NOT HAVE SERVICE.

I called again today - was told now that I need a new adaptor/modem and that it would cost me $19.90 for 2 day service. Also, they can't give me my old phone # (the old # was ported over and working up until less than 24 hrs. ago). They also said they can't call me back, I either have hold the line forever or forget about it. I was willing to try one more time, but now I want out - I expect I will have problems cancelling the whole thing. I will probably have more to add to this before all said and done.

I have spent over $100 in fees, phone charges, etc. Wasted 6 hrs. on the phone, got into trouble at work because I got into a very heated discussion with them, and am STILL WITHOUT PHONE SERVICE. I also have lost my old phone #, have to use a new one no matter where I go.

Eileen of Old Town FL (06/16/08)
I signed up with Vonage in March, 2007. From the beginning, we had problems. They couldn't transfer my phone number which I had for years so I decided to keep my home line. Good Thing I did. I have nothing but dropped calls, messed up internet service, and interrupted LandLine calls ever since. I called them for help early on and they told me there was nothing wrong with it. I tried to get the account closed and they told me there was a termination fee plus an equipment fee since the trial period was over. They didn't tell me I was in a 2 year contract. They said I had to wait 6 months so I wouldn't pay the fee.

I decided to give it another chance. The problems continued so our usage dropped. I decided today enough was enough, I was using it anyway so I'd cancel. I was treated rudely. They wouldn't cancel at first, then offered me a $4.99/month plan. I said NO I wasn't interested. They then told me I had a cancellation fee and wouldn't cancel until I agreed to allow my credit card to be billed for it. Unbelievably poor service. I feel very ripped off!

So far, I am out $31 per month since we haven't used the line. they said we did which I find hard to believe. The phone hooked up for Vonage was off and has been for some time. Now I'll be out the termination fee, too. I've noticed there are quite a few people having trouble with Vonage. Is there a class action suit going on?

Michael of Bloomfield NM (06/16/08)
I made the mistake of saving all kinds of money by paying an entire year up front, starting service March 1, 2007. The service never worked--dropped calls, echo, digital sounds, static. I called technical support over and over again. They blamed it on the phone being too close to the computer, on the fact that we had a cordless phone, our ISP, etc. I tried to cancel in August when we couldn't use the phone at all, but I couldn't bear the cancellation fee, so we stayed and used our cell phones a lot.

Finally, the end of February arrived. We called Qwest and moved our phone number. I unplugged the Vonage box. I did call Vonage and told them we had moved our served and not to renew it. In the meantime, I had left my credit card at a restaurant and had it replaced by my bank. Evidently, Vonage had been trying to bill that card. I started getting phone calls two weeks ago from a credit bureau. Vonage had sent an outstanding bill for one month's service (March) to collections.

After 3 hours on the phone, Vonage's system being down, transferred calls to supervisors who never answered the phone, I called the credit bureau back. The lady I got this time said she gets calls on Vonage accounts constantly, and they all have the same experience. She suggested I call the Better Business Bureau and try other avenues to get my money back, but that $15 would get the credit bureau out of the picture. The lady was very nice, but the whole thing felt like a guy in a trenchcoat offering to take care of it for me. And I did. I paid the $15. Who is going to sue this company? Surely somebody knows what it takes to put this horrible scam of a phone service provider out of business.

I care less about the $31.19 than the fact that they sent me to collections. I read all over the web about others who have been similarly fraudulantly billed. The total amount I paid ($15 plus fees) was $21.54 to the collection agency just to save my credit rating. But since Qwest took over my phone number on 02/26/2008, this billing for March 2008 is completely wrong.

Normandy of Eugene OR (06/13/08)
Received text message from services@vonage-services.com telling me my contract had expired and sending me to vonage-services.com. Sent from 3715. Never had any business relationship, am on do-not-call list in Oregon and US

Had to pay for a text message, had to spend time researching to see about my contract.

Jo-An of Jamaica NY (06/13/08)
somehow vonage got my credit card number and was able to remove unauthorized monies from my account. I had no vinage service sprint was my carrier and yet they charge for services not provided. The obviously obtained my card through fraud. Now they are refusing to return my money which is in excess of 900. dollars. I am tempted to call the police AND THE WALL STREET JOURNAL PLEASE ADVISE

Andrew of Boca Raton FL (06/12/08)
First off my experience is ultimately on me because i did not do my homework. I knew right away the service was not going to work since it kept messing up my Internet Service. I worked with their tech support over the phone to give it an honest chance and thought i would still be easily inside of my three month FREE trial. That free trial as we and everyone should know by now is a 39.99 disconnect fee, early termination fee, equipment fee, and whatever else that adds up to at least over a 120 dollars. I found it interesting that rather than try and convince me about the service the customer rep explained the math of dropping to a 9.99 plan to fulfill my year (they still did not tell me it was a two year contract at this time).

I went for it just on the mathematics of it alone and i went to cancel today and was finally told that i was in a two year contract and that i would still have to pay a 39.99 disconnect fee. Then the same gimmick came up. The customer rep told me you could drop to a 4.99 plan and that since i was a couple of months into my second year i could save by just keeping the service. I strongly refused and promised that they would not get another dollar from me. I have since disputed the charge with my credit card and sent a letter to their Bill Dispute office at 23 main street, Homedale, NJ.

The only positive thing for me is to know that the word is clearly out. Vonage is not a service but a modern day SCAM and their time is running out. Just look at their stock and you can see this companies days are numbered. Just keep a look out for anyone that was involved with this business. With unlimited plans on cell phones in place and major cable companies bundling reliable phone service that is compatible with your Internet Hardware the land line Vonage gimmick is a thing of the past.

Yuri of New Providence NJ (06/10/08)
We to put in an order with Vonage on 06/09/2008 well after 3pm. Unfortunately we were on a rush and didn't do our homework, luckily a couple of hours later we found out what kind of reputation Vonage has with its customers and on top of that we found better deal. We got a chance to call Vonage was some time after 7pm the very same day (06/09/2008). Please note the Vonage tells you that it will take 2 days to process your order after that another 5 days for phone adapter to arrive nevertheless they consider their service started at the moment when you signed up for it and thus Vonage gets at very least 1 week of free service. I can't understand how we fall for that scam, we should have stopped right there.

Anyway, we got some lady on a phone and after several attempts we explained to her that we put an order in a couple hours earlier and would like to cancel it until it is not to later. during our conversations I was put on hold 2 or 3 times, the last hold on, please after request to cancel the order was over 10 min and she came back with the question - why you want to cancel? I explained politely that we have found a better deal, she start telling some nun-relevant stuff, but eventually transfer me to cancellation department.

Cancellation department was closed for tonight as we spent over 30 min on a phone (an on hold) with first lady and it was 8pm already. It is ok decide we, we will call tomorrow, no problem. My wife called 06/10/2008 in a morning and asked to cancel the order, first she was getting ridiculous run around, then she was told that already shipped, she asked for confirmation/tracking number and was refused. when she said - it was not shipped yet and you know that, don't you! silence was the answer. So much for 30 days money back guarantee and try for a month for free. and once again Vonage requires 2 days to process the order.

My wife went up to supervisor, but the same story - they just refused to cancel, that is right just refused, they lied to her saying that our order already shipped. After almost 2 hours spent on a phone my wife was told to call tomorrow and if she doesn't get email with tracking number they will decide what to do. Surely enough later afternoon (3:49pm) we got email that our order was shipped. UPS didn't have any information about that shipment at the moment though.

Vonage has no customer service whatsoever, it's by far our all time worst experience. The refused to cancel our order when we asked. Best case expedited the shipment and now after all those hours of phone embarrassments (my wife got such headache that could not work for the rest of the day) we have been through, we would have to pay out of our pocket to return unpacked phone adapter and pay partial monthly service fee on top of it?

It is ridiculous. that is another thing - can they start charging for service without even providing one yet? They will say it is their policy that people should start paying them before even connecting and making a call, but they can write in their policies whatever they want.

Rhonda of Fayetteville AR (06/10/08)
Basically the service NEVER worked for me. I tried to cancel within 30 days and they basically made me have an agent come out and physically fix it... Only they couldn't. When I called to cancel service I was charged $120. Terrible service.

$120.00 + 20 hours of time.

Dinesh of Diamond Springs, CA (06/09/08)
After more then 1 year of service my modem died. I called vonage and asked for new one. Since vonage provide free device of you sign up, i decided to cancel my account and sign up again.which i did. But vonage never canceled my first account and kept charging me monthly fee for 2 accounts.

When i called after 4months, i was told that there isn't anything Vonage can do about it now. No refund.

That is not it. I canceled both of my account on 6th of June.Ofcourse i had to pay early termination fee. I also found out, that i was charged another monthly charge because my due date was the same day i canced my account. Rep didn't tell me about it.

Jon of Bedford NH (06/09/08)
I made the switch to vonage. It was a HORRIBLE experience. I have business level Verizon (which is now Fairpoint) FIOS. Vonage makes you an offer that is difficult to refuse. We'll give you 30 days and if you don't love it, cancel your service with no strings attached. Here is the problem with this statement. Your 30 days begins when you sign up, not when the service is active. You will wait several days (about 8 days in my case) for the hardware to show up. You are now down to 22 days.

When I did get vonage hooked up (which was quite easy, I will admit), everyone that I spoke with would ask me questions like what is wrong with your phone?. The crackling was very evident on their end. On my end I noticed things like a huge lag between when I would say something and when the other person would hear it. It was in the order of 5 seconds on Canadian and West Coast (I live on the East Coast) calls. I would call Vonage on a VERY regular basis to try to remedy the situation. This went on for weeks. I called them at least 3 times / week to work on my system.

Their techs were really nice and tried to explain everything to me, send firmware updates to the machine, change a number of settings, etc. They'd then ask me to give that a try for a few days. Well, after nearly 3 weeks of this, I said I simply couldn't keep this up. So, I figured I still had 1 day left on my account to cancel it without owing anything. Here is the kicker. To switch back to ANY other provider from Vonage takes 8 business days. This puts you out of your contract. I was charged a fee ($24.99 each) for each of my two phone lines that I converted, a Disconnect fee ($80) and a fee for the hardware ($75) which was originally free. I told them I would return the hardware ... that's not an option is what I was told.

Linda of Seattle WA (06/07/08)
I called Vonage to cancel my service at least 3 times. Our house is currently under construction at the location that we had the service installed. It has become an expense and we opened a can of worms trying to put the home together. Water running under the house, electrical wiring, asbestos....I could go on. Everytime I call Vonage they put me through several questions before they will allow me to proceed with a request to cancel. If I get one wrong they tell me they can't help.

I had a case no. and because I couldn't answer the questions I was told sorry I can't go on. I had hoped to go back to using the Voice over Internet service, but we keep getting delayed on the finish of the house. They keep saying that we can extend your service for 3 free months no charge and I missed calling this last time before the end of May. Now I owe $11.21 and they won't waive. I have not used the service for 16 months. All the wires are pulled at the other home. They wont give me an address to mail a check, they want my credit or debit card information. I really don't feel comfortable giving this to them. Not with the way it has been trying to get through to speak with a service or billing advisor. I just would like an address to mail the final check to.

No physical damage, I just feel that I do not want them to have my debit or credit card information. I would like to mail them a check if they won't waive the $11.21. This is for the 3 months that they told me was supposed to be free.

Gina of Frankston TX (06/05/08)
I was promise a 2 month trial to use vonage. I ordered the service on May 4 and on June 5, well before the 2 month trial period was overI called vonage because I could not get the product to work. It was not compadable with my computer. When I called Vonage they said that their technical personnel would fix the problem and that they would give me a additional month which total 3 months trial period.

The system did not work and I called to cancel the service before the extra month trail was over. All of a sudden the rep told me that I could not cancel because when you sign up for the free trail that you are commited to a two year deal. Also if you cancel they will hit you with more 160 dollars worth of fees after charging me 60 dollars within the 60 day free trial. I spoke first to Mae and then after she basically berated me for not being able to use their service and at my insistance she transferred me to a supervisor Iris who gave the same song and dance stating that immediately upon cancelling the service my account would be charged the termination fees even though I was within the time period and had not been able to utilize their service.

I spent ov